In GAD, is it possible for the agents to view the history of email interactions that they have handled (like, Inbox and Sent items)?
Yes, just search for a contact and you will see the history of that contact.
We need to find based on agent and not based on contact⌠The agents want to know the details of the email interactions that they have handledâŚ
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you can achive this by adding custom atributes with search capabilities . you can found the detail describe for this in GAD Deployment Guide.
WBR
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Just a note - Search feature is supported starting release 8.0 of UCS.
R.
Timur,
What did you mean âadd custom attributesâ. I know it is possible to add attributes to Contact (not an interaction) and later it is possible search by this attribute in âContactsâ tab. Did you mean anything else?
boy
Hi there!
Yes, i mean exactly it function. you can use attribute like the standard âlast routed agentâ for create frow send strategy key pair with âagent who replyâ data. then , if you need - seek by this attribute and you found all contact and their message. itâs not exactly what you want- but it does not requered any hard customization of GAD.
WBR.
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